Service Delivery KPIs

We use our Service Delivery KPIs to monitor and evaluate our performance

MFG’s Service Delivery KPIs

This page is designed to show clients our Service Delivery KPIs (Key Performance Indicators). At the start of each month, we’ll publish our previous month’s KPIs which detail our performance. We believe our services should be transparent, therefor we record the previous three months to highlight our service over the previous quarterly period.

At MFG, we’re continually improving our services. On top of that, we’re extremely fortunate to employ some of the best local engineers, who have a genuine passion and motivation towards bettering the customer service for our clients.

These KPIs are just four (of many) we use to monitor and evaluate our performance. They have been carefully chosen to genuinely reflect our service and the excellent work performed by the Service Desk. However, if there’s another specific statistic you would like to see – perhaps to benchmark against your current IT service provider, then please get in touch!

One of MFG’s company values is Honesty. We’re extremely honourable with these figures, which have been displayed for the benefit of our customers. These numbers are pulled directly from AutoTask, our ticketing system and CRM.

On a high note, we believe that our service delivery results are always above the industry average. So, a very “well done” to our Service Desk team who are always working hard to improve our services, and thus our Service Delivery KPIs as a result.

Our Service Desk KPIs
Here's how we performed in March 2020
1,149
Number of Tickets Resolved
99.6%
SLAs Met

As a Percentage

76.2%
Tickets Resolved in Under 1Hr

As a Percentage

100%
5-Star Google Reviews

As a Percentage

Previous Month's KPIs

February 2020 KPIs

 

  • No of Tickets Resolved: 794
  • SLAs Met: 99.6%
  • Tickets Resolved in Under One Hour: 85.5%
  • 5-Star Google Reviews: 100%

January 2020 KPIs

 

  • No of Tickets Resolved: 939
  • SLAs Met: 99.5%
  • Tickets Resolved in Under One Hour: 74.5%
  • 5-Star Google Reviews: 100%

December 2019 KPIs

 

  • No of Tickets Resolved: 939
  • SLAs Met: 99.2%
  • Tickets Resolved in Under One Hour: 76.3%
  • 5-Star Google Reviews: 100%

KPIs Explained

Number of Service Tickets Resolved

This is the total number of support request tickets that our Service Desk resolved in the previous month.

Our Service Desk covers a wide range of support requests – big or small – from system changes or upgrades to fixing problems. We include this KPI to give you an idea of the Service Desk demand for a given month.

Rest assured, we ensure we have the skills and staffing resources needed to achieve service excellence month in month out.

SLAs Met

Service Level Agreements (SLAs) are our written promise to our clients to deal with their IT issues and requests within a certain timeframe. Some clients have differing SLAs, depending on the nature of their business and their demands upon on-boarding them as a client. We also set SLAs depending on the urgency of the request and what it concerns.

Our SLA KPI is calculated on the percentage of first responses met within client agreed response time (for all our managed service clients as a whole).

Our client SLAs are extremely important to us and we fully appreciate that the technology and service we provide to our customers is often the backbone of their entire operation. Our Service Desk team will go above and beyond to ensure our internal target for SLAs met is continually achieved. Our SLA KPI really helps us to ensure we’re meeting our customers targets and meeting their expectations.

Tickets Resolved in Under One Hour

This KPI is also extremely important to us. We know that IT issues can really get in the way of your work, which is why you can’t afford to wait for prolonged periods of time for issues to be resolved.

This KPI is the percentage of support requests that were dealt with in less than one hour. This includes tickets that were raised by telephone, email, or via our online ticketing system. So, we don’t just look to resolve your issue in the same day, we look to resolve your issue within the same hour!

Percentage of 5-Star Google Reviews

We live for our fantastic reviews, client testimonials and customer ratings. We’ve decided to use Google Reviews as our review platform as it’s globally accessible and publicly available.

This KPI is a percentage of 5-Star Google Reviews we achieved in the previous month. The reviews counted include those left by genuine and current customers.

We are continually looking at ways we can attain client feedback and we’ll be updating this KPI with a more detailed representation of customer satisfaction very soon! Until then, you can read some of our client reviews on Google.

Contact our friendly team

If you’re an existing client that needs further help or support, please call our Service Desk on 0118 914 8800 or email support@mfg-uk.com. Or if you would like to speak to a member of our sales team, please follow the link to our contact page…